REPORTING DW BLACKJACK® RACK™ ISSUES
This article will outline guidelines regarding the reporting of product issues and the support process for the Digital
Watchdog Blackjack® Rack™ Series.
*NOTE:
If you are trying to report issues with the DW Spectrum IPVMS software, and not the DW Blackjack Rack, please use the article
Reporting DW Spectrum Issues instead.
SUPPORTED/AFFECTED DEVICES
• DW Blackjack Rack single Processor Series (DW-JRR2UxxT, DW-BJRR2UxxTLX, DW-BJRR2UxxTS).
• DW Blackjack Rack Dual Processor Series (DW-BJRR2PxxT, DW-BJRR2PxxTLX, DW-BJRR2PxxTS).
TERMS AND DEFINITIONS
• On-site support
A Support representative is dispatched to the same location as the faulty unit to make repairs to the unit in
question.
• NBD
Next Business Day (NBD) where an On-site support representative can attend.
• Installer
The installer shall be responsible to maintain functionality and or technical support for all DW servers and
cameras. The Installer may also refer to a person or organization who has opened an online support ticket with
DW’s Technical Support.
• Dispatch
A dispatch is when parts and an On-site-support representative have been authorized to attend the site.
• Site
A reference to the location where the security system is located.
WHO TO CONTACT FOR SUPPORT?
The Installer shall always contact DW Technical Support for a DW recording server. DW technical support can be
contacted at 866.446.3595, Monday through Friday 9:00 AM -8:00 PM EST. The following information is required
before contacting DW’s technical support:
• The server’s serial #.
• Issue description and any error codes available.
• Screenshot, photo, or video of the issue.
Blackjack® Rack
™
Support Guide
DW
®
Support Guide
Copyright © DW. All rights reserved. Specifications and pricing subject to change without notice.
REV: 02/21
: 866.446.3595 : [email protected] : www.digital-watchdog.com
